Digitrax

Helped the tax authority program increase admin onboarding speed by ~40% through safer workflows and guardrails.

40%

Faster Onboarding

Less

Errors & Support Calls

02

Key Areas

Target Users

Admins managing programs, roles, and privileges (RBAC)

Timeline

7 months

Problem

Admins had no structured way to configure permissions across programs — privilege names were ambiguous, combinations weren't validated, and mistakes created security gaps or required costly rework.

User Pain Points

This resulted in:

Misconfigured roles created security exposure
High admin support dependency
Delayed program activation

Technical Constraints

Discovery

To understand real workflows, I conducted:

Stakeholder workshops with security and compliance teams to map edge cases and acceptable risk thresholds
Reviewed support tickets and onboarding logs to identify where admins most frequently misconfigured roles
Analysed failed permission configurations and escalation patterns to prioritise fixes by frequency × risk × user confusion

Key Insights that guided the decisions:

Admins feared over-permissioning more than under-permissioning. The asymmetry of risk made them hesitate
Privilege names described system labels, not user actions "Brand Operator" meant nothing without context
Form abandonment happened mid-creation when admins couldn't preview what they were configuring
The biggest source of misconfiguration was the moment of role assignment — no guardrails existed at the point of decision

Key Decisions

1. Errors in Permission

Challenge

Admins were misassigning access rights because privilege names were unclear and there was no real-time feedback on selected permissions — risking data exposure or compliance issues.

Solution

Introduced a privilege matrix with grouped modules (Users, Products, Locations, etc.), checkboxes for View / Update / Delete / Add, and status toggles for activation.
Sensitive actions show warning tooltips; “Done” stays disabled until at least one valid privilege is chosen.

Impact

Reduced misassigned roles & support tickets; faster, safer onboarding of admins.

Error Prevention – design the system to stop users from making mistakes before they happen (e.g., disable invalid privilege combos).
Visibility of System Status – keep users informed about what’s selected or happening right now (e.g., active/inactive state, live totals).
Clarity & Hierarchy – arrange content and actions so the most important items stand out first and the screen feels organized.

2. Form Abandonment

Challenge

Creating programs required entering multiple data points (brand info, managers, logo). Without structure, admins got lost or abandoned halfway.

Solution

Built a progressive multi-step creation flow:
- Step 1: Basic info (name, brand owner, contact).
- Step 2: Assign program managers via searchable table.
- Step 3: Logo upload + status toggle.
- Step 4: Review & Confirm screen before submission to catch mistakes.

Impact

Increased form completion; reduced data entry errors; helped cut program activation time by ~40%.

Error Prevention – design inputs and logic to stop mistakes before submission (e.g., disable invalid options or block incomplete forms).
Cognitive Load Reduction – simplify and chunk information so users can process and act without feeling overwhelmed.

Outcome & Impact

Streamlined Program Onboarding

Admins can create and manage program lifecycles more efficiently with guided workflows and clear privilege models.

Cross-Team Alignment

Bringing security, engineering, and compliance into the design process reduced rework and improved delivery confidence.

Reduced Privilege Errors

Built-in permission logic and validation helped prevent incorrect role assignments and improved compliance.

Reliable Implementation

Collaborating with dev and QA ensured complex edge cases were handled before release, reducing implementation defects.

Enhanced Visibility & Control

Dashboards and tables made it easy for admin users to monitor status, roles, and audits at a glance.

Faster Adoption & Training

Well-designed demos and training materials helped admin users onboard quickly and use the system effectively from day one.

Process

Workflow Modeling

Mapped the program creation and privilege assignment lifecycle into a clear, role-aware UX model that reflected real regulatory steps.

User Story & Edge Case Validation

Wrote detailed user stories and acceptance criteria, and worked with development and QA teams to validate behavior across complex scenarios.

Translating Rules into Flows

Turned complex compliance and permission logic into intuitive, testable user flows and permission models.

Cross-Department Alignment

Facilitated requirements gathering and alignment with security, compliance, and engineering stakeholders to ensure UI decisions met both business and technical constraints.

UI Design & Prototyping

Designed and prototyped key interfaces — forms, dashboards, and data tables — to support admin tasks with clarity and consistency.

Training & Enablement

Delivered interactive demos and training materials to help admin users understand workflows, roles, and permissions with confidence.